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In just 24 sessions of one hour or less, you’ll learn how to drive powerful business results with Microsoft Dynamics CRM 2011! Using this book’s straightforward, step-by-step approach, you’ll learn how to orchestrate successful CRM projects, automate processes, create more efficient workflows, optimize sales and marketing campaigns, and integrate with your other systems to do even more. One step at a time, you’ll master new features ranging from the new Ribbon interface to SharePoint integration. Each lesson builds on what you’ve already learned, helping you get the job done fast--and get it done right!
Step-by-step instructions walk you through common tasks.
Quizzes and exercises at the end of each chapter test your knowledge.
By the Way notes present information related to the discussion.
Did You Know? tips offer advice or show you easier ways to perform tasks.
Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.
Learn how to...
Download the sample pages (includes Chapter 3 and Index)
Part I: Introduction to the Business Use of Microsoft Dynamics CRM
HOUR 1: What Is Microsoft Dynamics CRM? 3
Overview of CRM and the CRM Industry 3
Department Roles: Different Perspectives 13
Business Applications, Functions, and Fundamentals 17
A Closer Look at Business Processes 17
Capturing Processes 22
Summary: Key Points to Remember 24
HOUR 2: The Basic Vocabulary of CRM Functionality 29
Key Building Blocks 29
Core Entities 30
Other Selected Entities 33
Other Important Components 36
Other Components 38
HOUR 3: Microsoft Dynamics CRM 2011: What's New 43
The New User Interface, Dashboards, and Charts 43
Entity Architecture Areas of Change 47
Small yet Important Enhancements to Dynamics CRM 2011 49
Processes: Workflow and Dialogs 53
Special New Features for the Microsoft CRM Developer 55
HOUR 4: Infrastructure Choices 61
Application Placement: Choices and Implications 61
Tenant Architecture and Its Implications, Including Multitenant Options 64
Microsoft Dynamics CRM Infrastructure Components 65
Asynchronous Services and Microsoft Workflow Foundation 70
Diving into Development 71
Integration Options 72
Big Business Versus Small Business 72
Part II: The Structure of Microsoft Dynamics CRM
HOUR 5: Security 77
How It All Comes Together 81
Business Units 83
Security Roles 95
Maintaining Security Roles 98
Sharing Records 105
Field Security 111
HOUR 6: Managing Leads 121
A Little History 121
What Data to Capture and the Import Process 125
Distributing Leads 132
A Deeper Look at Leads 133
From Lead to Account: C